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Manager, Training- Knowledge Management

4 months ago

Waterloo, Canada Definity Financial Corporation Full time

Job ID : 7367
Category : Personal Insurance
Brand : Economical
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Waterloo, Canada
Posting Range : $74,100 - $136,500

Economical is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

Partnering with Operational Optimization, Quality Management, Underwriting and other Contact Centre functions, the Manager Training, Knowledge Management & Communications is responsible for leading the process of identifying and prioritizing the training needs and plan with the CC leadership team(s). They will be required to engage internal stakeholders to communicate target state aspirations, plan execution and business readiness aligned to channel/customer growth strategies. They will also lead the ongoing development and delivery of Contact Centre frontline capabilities.

The Manager will implement knowledge management strategies, systems, and processes (effective capture, organization, and dissemination of knowledge within DCC/NBS) to enhance collaboration, information sharing, and decision-making across the business. They will own the ongoing governance of a knowledge base including its overall health and best practices, making decisions around information architecture, technology, and the overall structure and use of the knowledge base.

They will play a critical role in driving a learning and knowledge management culture through the design, development, and delivery of inspiring, engaging and accessible programs and experiences to support employee upskilling and career development.

They will be required to partner with enterprise functions (i.e. HR L&D and IMC) to ensure we are leveraging existing capabilities, when possible, and aligning CC approach with corporate standards/ best practices.

**What can you expect from this role?**
- Partnering with Operations, Quality, Continuous Improvement and other CC functions, lead the process of identifying and prioritizing the training needs and plan with the CC leadership team(s).
- Strategic and operational design and implementation of training processes and systems
- Create and implement governance and reporting to drive and embed end user adoption and sustainability of the new ways of working
- Design, implement and manage the learning program and ensure that all training materials developed, and all programs delivered exceed the target
- Analyze, identify trends and opportunities and report on training initiatives
- Through stakeholder engagement, develop the needs analysis and success criteria for training
- Continually manage the training environment requirement and liaise with Technology Solutions to ensure that an environment is 100% available for train the trainer, facilitator led training, online learning, and self-learning
- Ensure all facilitators have the required skills, knowledge, and confidence to facilitator blended training.
- Manage costs associated to all training solutions, productions, and vendors to achieve return on investment.
- Promote the appropriate use of the company's knowledge base by creating guidelines for what information is captured, by whom and how it integrates with training.
- Monitor and evaluate the effectiveness of knowledge management initiatives, identify gaps and opportunities for improvement, and propose solutions to enhance knowledge capture, organization, and utilization.
- Lead, implement and maintain the content within communication channels
- Monitor the data on knowledge management usability and continually improve the structure and usability of the knowledge management system to ensure team members are able to find the needed data as quickly as possible
- Leverage analytics to evaluate business impact, track the usage and define effectiveness of training and knowledge base initiatives and content to ensure alignment to business goals and employee development needs
- Improve efficiency of training and knowledge shared across departments

**Level of Problem Solving**
- Works with leaders/partnering functions in the development of functional strategy and planning (12-month horizon) by providing insights and raising issues
- Applies broader business metrics, leverages cost-benefit analyses when designing and implementing new programs, services and other initiatives.
- Describes complex situations or information in terms that others can read